JOB DESCRIPTION
Are you passionate about enhancing the customer experience and driving customer-centric improvements in an organization?
Overview
Join Horizon Farm Credit as a Customer Experience (CX) Specialist. One position is available and qualified candidate may work in any available Horizon Farm Credit branch location. To view locations, click here Locations | Horizon Farm Credit. This position is eligible for a hybrid work schedule after 6 months of successful employment. Candidate may work 3 days at home and 2 days in the office. We are looking for an analytically minded individual who can combine their knowledge of CX with a passion for supporting the agriculture industry
Position Description:
As a Customer Experience (CX) Specialist, you will focus on understanding and improving our customers' journeys and experiences with Farm Credit. By leveraging voice-of-customer (VOC) insights, you will identify areas for improvement and highlight successes, helping to foster a customer-centric culture across our organization.
As a CX Specialist, you will:
- Manage all aspects of Qualtrics experience surveys, documenting and analyzing voice-of-customer (VOC) feedback and benchmark metrics to develop actionable insights for the organization.
- Provide customer experience (CX) reports to various stakeholders.
- Collaborate with department teams to identify experience improvement opportunities in Farm Credit's products, processes, or programs.
- Initiate and lead customer journey mapping at the organization.
- Recommend and execute strategies for customer market research projects.
- Promote a customer-centric culture at Farm Credit through CX educational training opportunities for our teams.
- Provide general support as needed to support the goals of the department.
Education:
Education and/or experience equivalent to a Bachelor's degree in business administration, marketing, statistics, or related field.
Experience:
Generally, three or more years of customer experience, market research, and/or data analysis experience.
Skills:
- Proficiency with customer experience tools such as the Qualtrics experience management platform, journey maps, and data analytics.
- Experience developing surveys and analyzing feedback.
- Effectively analyze and share customer insights; make recommendations based on the insights.
- Understands current CX trends and how they impact the association
- Strong written and verbal communication skills.
- Experience conducting customer interviews.
- Ability to foster open communication and collaboration with demonstrated listening and presentation skills.
- Strong knowledge of the agriculture industry is preferred.
- Ability to build internal and external networks
- Ability to travel for farm visits, branches, training, etc.
- Adaptable and flexible to a changing work environment.
- Prolonged periods of sitting or standing at a desk and working on a computer.
- Regular, predictable, and reliable attendance is required.
Who are we?
Horizon Farm Credit is an expert in agriculture, with over 100 years of serving rural America. As a premier rural lender, we're constantly growing and seeking new members for our team. As part of the Horizon Farm Credit team, you have the opportunity to make a difference for agriculture and rural communities.
What can we offer you?
We offer competitive compensation and benefits packages for full-time employees including:
- Medical insurance with dental and vision care options
- 401 (k) with significant employer matching
- Paid time off, holidays, and volunteer time to support work/life balance
- Tuition reimbursement and training opportunities
- Student loan reimbursement
- Leadership and career development opportunities
- Paid maternity and bonding leave
- Paid short-term disability
- Fun and inclusive work e vironment
Salary Range: $53,900 - $66,000, depending on previous experience.
Equal Opportunity Employer including veterans and individuals with disabilities.